The Westin Arlington Gateway is a decent hotel near Lyon Park Community Center. We had a chance to stay in this hotel for a wedding and had mixed experiences before and during our stay. First of all, the mobile check-in chat is not monitored. After sending a request through the chat 48 hours in advance as a Titanium elite member, I never got a response from guest services or the front desk. Around noon, I decided to call; a front desk agent coldly answered the call. Elite benefits don't seem to matter, depending on who you speak with. After arriving at the hotel, I was not given the promised room since it was not ready yet, and I was given a downgraded room. Also, I had to remind the front desk agent of the kind of offer I made the reservation to ensure that all details were considered. Regardless, I was happy to get to the room, change, and head to the wedding. As I returned to the hotel the following day, I found out later that I had to be given a meal voucher to use in the restaurant. I returned to the front desk, and the issue was solved. Brian and the front desk person on early Sunday were able to assist with some of my requests, and I appreciate their assistance in one way or another, regardless of the other shortfalls. It would be great to have consistency in customer service, so this place can indeed be a Westin property. Finally, I would recommend booking a room using the Park rate. It includes breakfast for two and a self-parking fee (usually $38 per night). Other than such facts, I hope that training in customer service can be improved and restore this property to its higher brand name standards.…
Friendly staff, leadership (Dir of Rooms) leading by example to make it a memorable experience.. pet and kid friendly. Commentary food and service was excellent Westin focus on guest wellness clearly stands out. Well done!
This hotel was recommended during my recent visit to George Mason University. Would stay here again if I was i the Ballston area. Pros Excellent service and wonderful front desk Comfortable beds Close to the Metro and within walking distance to George Mason University Strong internet Lots of restaurants nearby within walking distance Cons Rooms showed slight signs of wear and tear Requesting towels or items to your room could result in a delay Basic breakfast
This place looks impressive from the lobby, and the front desk staff was very nice. However when we got to the room, here is what we noticed: 1) lamp by the bed was broken so the shade was very crooked. 2) The closet door was stuck so it was VERY hard to slide (we just left it open the whole stay). 3)There were two phones and only one worked. 4) The magnifying mirror in the bathroom was broken at the neck. 5) The shower water pressure and temperature fluctuated greatly during our showers. The pillows are very squishy so we ordered more delivered to our room. They said 20 minutes, but after 3 hours we went to the front desk to ask again. We cannot recommend this place, nor will we stay here again.
They are extremely rude and irresponsible. I have an emotional support dog and I called twice before check in to make sure it’s free of charge both times they responded my phone calls and verified it is free. When we arrived she said no and she charged me 50$. When I complained Rawan Dor who said she’s the supervisor said I can find another place to stay and she can refund my money ( very rude) The room is also disgusting very dirty. It seems they have never cleaned the flooring. The bath tub awful it was actually black of accumulation of dirt. They don’t even put a single spoon for you to mix the sugar in your coffee.
I came here to stay when my house was unavailable due to repairs. The staff was amazing, they were very professional, always prompt to greet me by name, very attentive to my needs and now I even have some new friends here…
The Westin is the best hotel in Arlington, an absolute amazing mixture of high class amenities with a perfectly casual feel. The staff is incredible, I was helped out by Rawan throughout my experience at the Westin she along with everyone else who works there is intelligent, friendly, and professional if anyone is in the DMV (DC, Maryland, Virginia) Area and is looking for a great place to stay or get top service food and beverage the Westin is the place to be. I will never go into Arlington again without stopping by the Weston!
I do not usually do this on these types of platforms, however I have to make an exception. I want to thank the man, Mr. Justin, who was behind the counter and I believe was a manager as he was doing the job of 4 people all with a smile. I know that in todays world it is hard to stay positive however I am pleased that my time there was a great one. Others have commented that being appreciated for doing the basics of customer service is needed, however as those who are on the frontline of service continue to show due diligence they should be commended. Thank you and I will recommend your place of business to many in the future, including my travel and corporate partners. THANK YOU FOR YOUR POSITIVITY!!!
It has been 6 months still didn't return back our money which they haven't return back them. I have contact the hotel via phone, told me send an email which never got a feedback from them. I wrote booking.com where reservation was though them, they have contacted them several times and they didn't confirm to them to return our money back. Too bad for such a hotel chain
There are management and facility issues at this hotel. At best, it is what I’d expect at a three star Sheraton level hotel. It has every failure complaint I have about an expected 4 Star Hotel. No Bellmen. No room service. A gabby registration person (solo at the desk) when people are waiting (I am handicapped with a bad back and had to wait standing while the registration person discussed his interest in movies with another guest, and no place for me to sit - ADA issue?). He told me that our room was upgraded, well, actually we had already booked the upgraded room. He lied and told us was the hotel upgraded us. We get to our room assigned for 10 days and there are virtually no drawers or storage. Each nightstand has one small drawer. There are three medium size drawers under the TV. I was told not to expect daily housekeeping and to call, but arriving at midnight to see 3 towels in the room for two of us is a bit skimpy. The nightstands are not much on electrical outlets, there is one in the lamp. I am a Level 5 Ambassador guest and expected a lot more from the Westin brand. My profile indicates requests for extra towels and feather pillows…nothing extra. As far as a “Warm Welcome”… they screwed up big time.…